Multiple TAGs?

RT Users
1

Hey,

I had a look through the archives but I think “tag” is a common word for
something else, so couldn’t find what I’m looking for…

Is it possible/has anyone ever managed, to use multiple subject "tags"
in an RT installation? In the config you set $rtname and its then used
whenever an email is sent out, i.e. “[TAG #xxx] Subject”.

I was hoping you could change the tag on a dynamic basis, e.g. for queue
FOO it would be [FOO #xxx], or queue BAR would be [BAR #xxx]. To set
such a tag, an extra field could be stored within the Queue properties,
and so on.

Has this already been attempted? Or is there a flaw which won’t let you
make such mods?

Cheers,
Andy.

2

At 12:55 09.12.2002 +0000, Andy Coates wrote:

I was hoping you could change the tag on a dynamic basis, e.g. for queue
FOO it would be [FOO #xxx], or queue BAR would be [BAR #xxx]. To set
such a tag, an extra field could be stored within the Queue properties,
and so on.

Has this already been attempted? Or is there a flaw which won’t let you
make such mods?

Thats a bad Idea, because when you changed a Ticket from Queue A to Queue B
the user couldn’t send an answer to his initial E-Mail anymore. If the
Queue-Name is in the subject the requestor has to know which Queue the
request currently is in.

Additionally the tags wouldn’t be unique anymore (how many “general” queues
are out there?).

Nils

3

At 12:55 09.12.2002 +0000, Andy Coates wrote:

I was hoping you could change the tag on a dynamic basis, e.g. for queue
FOO it would be [FOO #xxx], or queue BAR would be [BAR #xxx]. To set
such a tag, an extra field could be stored within the Queue properties,
and so on.

Thats a bad Idea, because when you changed a Ticket from Queue A to Queue B
the user couldn’t send an answer to his initial E-Mail anymore. If the
Queue-Name is in the subject the requestor has to know which Queue the
request currently is in.

Well, its still a Bad Idea ™, but not for that reason. As the ticket
numbers are unique irrespective of which queue, all that needs to be in
the subject line is a valid name for one of your queues, and you need to
change your handling of incoming message from a simple comparision against
$RT::rtname :

my( $rtname, $ticketnum ) = ( lc($1_, $2 ) if( $subject =~ /\[(\S+)\s+(\d+)\]/ );
if( lc($RT::rtname) eq $rtname ){
	...

to an iteration through the valid queues, ie:

my( $rtname, $ticketnum ) = ( lc($1_, $2 ) if( $subject =~ /\[(\S+)\s+(\d+)\]/ );
my $foundflag = 0;
my $queues = RT::Queues->new( $RT::SystemUser );
while( my $queue = $queues->Next ){
	$foundflag = 1 if( lc($queue->Name) eq $rtname );
}

Additionally the tags wouldn’t be unique anymore (how many “general” queues
are out there?).

Correct.

                         Bruce Campbell                            RIPE
               Systems/Network Engineer                             NCC
             www.ripe.net - PGP562C8B1B             Operations/Security
4

At 12:55 09.12.2002 +0000, Andy Coates wrote:

I was hoping you could change the tag on a dynamic basis, e.g. for queue
FOO it would be [FOO #xxx], or queue BAR would be [BAR #xxx]. To set
such a tag, an extra field could be stored within the Queue properties,
and so on.

Has this already been attempted? Or is there a flaw which won’t let you
make such mods?

Thats a bad Idea, because when you changed a Ticket from Queue A to
Queue B the user couldn’t send an answer to his initial E-Mail
anymore. If the Queue-Name is in the subject the requestor has to
know which Queue the request currently is in.

RT’s smarter than that. Right now, if you send mail to the email
address for QueueA but have a ticket number that belongs to a
ticket in QueueB, it’d do the right thing.

But that means that once you have a ticket number, the queue doesn’t
matter at all – and anything that has a [rtname #foo] will have
a ticket number, so that essentially reduces “have queue names in
rtname” to “have more than one rtname”.

There’s nothing wrong with having more than one rtname (although
you’d have to change the code to do it); all that matters is that
your rtnames are unique within the set of RT installations that
you will send mail to, and that will send you mail.

With the uniqueness criterion satisfied it’s a Simple Matter of
Programming to have RT accept and generate a set of tags.

Additionally the tags wouldn’t be unique anymore (how many “general”
queues are out there?).

cf. “How many people set their rtname to ‘helpdesk’ or ‘ticket’?” :slight_smile:

(Mine’s “TT”, for backwards compatibility with the system RT
replaced. But if I’d made it “e-smith.com”, it’d now have to be,
hrm, “nssg.mitel.com”, in case mitel.com had another RT in a
different department. Getting long! Glad I used “TT”. :slight_smile:

-Rich

Rich Lafferty --------------±----------------------------------------------
Ottawa, Ontario, Canada | Save the Pacific Northwest Tree Octopus!
http://www.lafferty.ca/ | Save The Pacific Northwest Tree Octopus
rich@lafferty.ca -----------±----------------------------------------------